Terms & Conditions

3.1. Your Status 

By placing an order through our Site, you warrant that: 

• you are legally capable of entering into binding contracts; 

• you are at least 18 years old. 

3.2. How the Contract is formed between You and Us 

3.2.1. After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to contract with us to buy the Products. For orders shipped to the U.K, your order also constitutes an offer to contract with Vision Dispensing Ltd (a company registered in England number 3912575 with its registered office at Veale Wasbrough Vizards, Narrow Quay House, Narrow Quay, Bristol BS1 4QA) for the supply of dispensing services in relation to those Products, and in relation to the provision of dispensing services "we", "our" or "us" in these terms and conditions means Vision Dispensing Ltd. 

3.2.2. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an e-mail that confirms that the Product has been despatched (the “Despatch Confirmation”). The contract between us (“Contract”) will only be formed when we send you the Despatch Confirmation. The Contract is made by you with Vision Direct BV in relation to the supply of the Products and for orders shipped to the U.K., with Vision Dispensing Ltd in relation to the supply of the dispensing services. 

3.2.3. The Contract will relate only to those Products whose despatch we have confirmed in the Despatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the despatch of such Products has been confirmed in a separate Despatch Confirmation. 

3.2.4. We will notify you when a third party is involved in any transaction you may enter into with us, and we may disclose your customer information related to that transaction to the third party seller. 

3.3. Validation of Contact Lens Specification 

3.3.1. For sales of prescription contact lenses for delivery to the U.K., the supply of dispensing services to you by Vision Dispensing Ltd constitutes 18% of the total value of your order. Product prices of applicable products on the Site are inclusive of these fees. When you place an order containing these products, we will receive payment from you of these amounts on behalf of Vision Dispensing Ltd and will pay these amounts to them on your behalf. 

3.3.2. We do not make recommendations in regards to changing lenses. We may offer alternative lenses based on a professional opinion. If unsure, you should always visit your optician in-store. 

3.4. Consumer Rights 

3.4.1. You may cancel a Contract at any time within 14 days beginning on the day after you receive the Products. In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in Condition 3.8 below). 

3.4.2. All Products are supplied in sealed containers and your right to cancel ceases if the Products become unsealed after delivery. 

3.4.3. To cancel a Contract, you must inform us in writing and despatch the Product(s) to us at Freepost RTLU-CJZT-ESAB LTD, Vision Direct Europe Ltd, Unit 2 Hudson Court, Great North Way, Nether Poppleton, YORK, YO26 6RB within the 14 day period, in the same condition in which you received them (including any packaging apart from exterior delivery packaging to be unopened and unmarked), and at your own cost and risk. 

3.4.4. Prior to return you should telephone our Customer Services department on 020 7768 5000 to obtain a Returns Authorisation Number and quote this when returning the Product(s). 

3.4.5. These provisions do not affect your statutory rights. 

3.5. Availability and Delivery 

Your order will be fulfilled by the delivery date set out in the Despatch Confirmation or, if no delivery date is specified, then within 21 days of the date of the Despatch Confirmation, unless there are exceptional circumstances. Vision Direct reserves the right to substitute several boxes for one or the other way round, depending on our stock availability, as long as the number of contact lenses delivered is the same as ordered by the client. The customer must report any orders that have not been received within 30 days of dispatch for UK orders and within 45 days of dispatch for international orders. 

3.6. Risk and Title 

3.6.1. The Products will be at your risk from the time of delivery to you. 

3.6.2. Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges. 

3.7. Price and Payment 

3.7.1. The price of any Products will be as quoted on our Site from time to time, except in cases of obvious error. 

3.7.2. These prices include VAT and for orders shipped to the U.K. the supply of dispensing services to you but exclude delivery costs unless expressly stated on the Site in relation to particular Products or promotions. The costs of delivery will be shown on the Site at the time you order the Products. Specific sales tax and/or customs duties may be applicable upon delivery depending on the order destination. 

3.7.3. Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Despatch Confirmation. If prices increase prior to your Despatch Confirmation we will contact you for instructions before despatching the Product. 

3.7.4. Our Site contains a large number of Products and it is possible that, despite our best efforts, some of the Products listed on our Site may be incorrectly priced. We will normally verify prices as part of our despatch procedures so that, where a Product's correct price is less than our stated price, we will charge the lower amount when despatching the Product to you. If a Product’s correct price is higher than the price stated on our Site, we will contact you for instructions before despatching the Product. 

3.7.5. We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you a Despatch Confirmation, if the pricing error is obvious or should otherwise have reasonably been recognised by you as a mis-pricing. 

3.7.6. Payment for all Products must be by credit or debit card or by PayPal. We accept payment with most major credit and debit cards, details of which are available when you pay for Products ordered. Your credit or debit card or PayPal account will be charged between the time when you place your order and when the Products are despatched. 

3.7.7. Discount codes should be entered at the basket and do not apply to delivery costs unless stated otherwise. Discounts are only valid for orders placed online at VisionDirect.co.uk and may require a minimum order spend. The terms “discount code” and “promotion code” are used interchangeably. Here it both refers to a benefit that can be obtained by entering a code on VisionDirect.co.uk. Discount codes are only valid for customers in the United Kingdom and may not be combined with other discounts or sales incentives. Discount codes can’t be used when promotional pricing is displayed and are only valid until the specified expiration date. Once the promotion expires, all items remaining in the cart will no longer qualify for the offer. The use of a discount code is limited to one code per customer. Discount codes do not represent monetary value and cannot be traded or exchanged for cash or otherwise. 

3.8. Our Refunds Policy 

3.8.1. When you return a Product to us (for instance, because you have cancelled the Contract between us, or because you claim that the Product is defective), we will examine the returned Product and will notify you of your entitlement to a refund via e-mail within a reasonable period of time. We will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any case, within 30 days of the day we received your cancellation or the day we confirmed to you via e-mail that you were entitled to a refund for delivery of a defective Product. 

3.8.2. If you receive faulty lenses, we can partially refund you if less than 50% of your box contains damaged lenses and we can replace your whole box or offer you a full refund to your original payment method if 50% or more of the box is identified as faulty. 

3.8.3. Products returned by you within the 14 day period referred to in Condition 3.4 above will be refunded in full, including the delivery charges you paid for sending the item to you. However, you will be responsible for the cost you incurred in returning the item to us. 

3.9. Store Credit 

3.9.1 Vision Direct no longer issues store credit. If you have outstanding store credit on your account, it will automatically be applied as discount on your next purchase with Vision Direct once you reach the checkout. If your store credit balance is greater than the value of that order, the residual amount will remain on your account and may be applied in the same way to one or more further future orders. 

3.9.2 Any store credit not applied to an order by 31st December 2023 will expire and be removed from your account. 

3.9.3 A store credit balance does not represent money owed to you and is not redeemable for cash.

Please refer to our Privacy Policy 

5.1. Limited Liability for Products and Services Provided 

The liability of Vision Direct BV in connection with any Product purchased is strictly limited to the purchase price of that Product. The liability of Vision Dispensing Ltd in connection with the provision of any dispensing services to you is strictly limited to the charge made for those services. 

5.2. Exclusion of All Other Liabilities 

5.2.1. The material displayed on our Site is provided without any guarantees, conditions or warranties as to its accuracy. 

5.2.2. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude: 

• All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity; 

• Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our Site or in connection with the use, inability to use, or results of the use of our Site, any websites linked to it and any materials posted on it, including, without limitation any liability for, loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, loss of goodwill, wasted management or office time; 

• Any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable. 

5.2.3. We will not be liable to you where we are unable to fulfil any of our obligations to you as a result of circumstances beyond our control. 

5.2.4. We will not be liable to you for actions taken in response to breaches of our terms of use. 

5.2.5. The foregoing limitations do not apply to any liabilities which may not lawfully be excluded or limited including any liability for death or personal injury resulting from our negligence. 

6.1. Place of Sale 

The place of sale for all transactions conducted on this Site is the Netherlands. In certain circumstances we may use an agent local to your requested delivery address to fulfil your order, but such arrangement shall have no bearing on the place of sale. 

6.2. Governing Law 

These terms are governed by the law of the Netherlands and all Contracts made with us for the purchase of Products will be governed by the law of the Netherlands. 

6.3. Jurisdiction 

The courts of the Netherlands will have exclusive jurisdiction over any claim arising from, or related to, a visit to our Site and any dispute arising from, or related to, Contracts for the purchase of Products from our Site. However, we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country. 

7.1. Trade marks 

"Vision Direct" is a UK registered trade mark no 3046493. 

7.2. Price comparisons Table 

Price comparisons are in relation to Vision Express prices. The prices stated are for a single box and are not part of any direct debit based scheme. These prices are correct as of August 2023. 

7.3. Variations 

We may revise these terms at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you. Some of the provisions contained in these terms may also be superseded by provisions or notices published elsewhere on our Site. 

7.4. Your concerns 

If you have any concerns about material which appears on our Site, please contact help@visiondirect.co.uk.